In AM, approvers can submit a request on behalf of an employee. When that request is fully approved the employee will receive an email notification. If the employee reports that they did not submit the request and it should not have been approved, begin by identifying who submitted the request. This can be done by having the employee provide a screenshot of the approval in question by going to their Employee Self Service > CSU Time Tile > View Request 

• If the request shows "Manager Absence Request" then their manager submitted the request on their behalf and confirming with the manager would be next steps.
• If the request does not show "Manager Absence Request", this indicates the employee submitted the absence.

This message normally appears because an absence already exists for those date(s). To verify the absence does exists, the appropriate administrator should complete the following steps:

1. Navigate to the Absence Event page
   • Navigation: Menu > Global Payroll & Absence Mgmt > Payee Data > Maintain Absences > Absence Event
2. Enter the employees ID in the search section.
3. Once the results appear, look for the date(s) the message indicated already existed.
4. When the absence already submitted for the same date(s) has been located, communicate to the employee.
   • If the employee needs to modify the absence submitted, they will need to first cancel and then resubmit.
   • The employee can view their submitted absences by going to their Employee Self Service > CSU Time Tile > View Request. They should come across an absence already submitted for the same date(s).

If any employee cannot find an absence that has been submitted, the appropriate administrator should complete the following steps:

1. Navigate to the Absence Event page
   • Navigation: Menu > Global Payroll & Absence Mgmt > Payee Data > Maintain Absences > Absence Event
2. Enter the employees ID in the search section.
3. Once the results appear, look for the date(s) the employee claims to have submitted the absence for.
   1. If the request cannot be located, the employee should submit again.
   2. If the request can be located, but has a has a blank workflow status, then select “-“ (minus) on the right-hand side of the identified row to delete and have the employee submit the absence again.
   3. If the request can be located and the workflow status is is populated, meet with the employee. 

This can occur for various reasons, before submitting a ServiceNow ticket review the following: 

There are occasions when an employee "submits" an absence request, that an error will occur resulting the request to have a blank workflow status on the Absence Event page. When this occurs, the appropriate administrator should select “-“ (minus) on the right-hand side of the identified row to delete.

Campuses do not need to monitor for absences having a blank workflow status on the Absence Event page. However, the query CHRS_AM_ABS_EVENT is available for campuses that would like to.

This issue can arise for several reasons. Before submitting a ServiceNow ticket, please confirm the following:

Employees that work at multiple campuses, should have their State Service Sum appear calculated correctly. However in some cases, conversion is unable to successfully calculate the value. When this occurs, the conversion team will provide an audit indicating the multi-campus employees impacted to the converted campuses. The campuses already in production, will have to refer to the employees State Service Sum for the previous month, to determine if the incorrect amount is due to new campuses implementing. 

 The steps for campus to resolve, is to:

1. Identify what the correct value is for the employee at the recently converted campus
2. Identify the other campuses that employee is associated with using CSU ID Search
3. Contact the other campus the employee is associated with and discuss the value that the employee should have with that campus
4. Work together to make the adjustment for the employee

Various scenarios and circumstances can lead to inaccurate display of Excess +/- for an employee. Before submitting a ServiceNow ticket, please review the following to determine the appropriate next steps.

In CHRS, one Personal Holiday is accrued annually at the employee level, regardless of the number of jobs held. Regardless of the number of active jobs held at the same or different campus, the employee will still only receive one Personal Holiday at the beginning of each year. 

When the Personal Holiday balance appears inaccurate or an employee seems to have not accrued their Personal Holiday, it could be due to various circumstances. Before submitting a ServiceNow ticket, verify if any of the following circumstances apply.

• Conversion: During conversion, an employee’s accruals will be carried forward. Often, it may appear that the employee’s balances are incorrect. However, this may not be the case, depending on factors such as when the employee was hired, whether they are shared, if a retro trigger was created and if the employee already used Personal Holiday prior to conversion. When reviewing the employee’s balances, those factors must be considered, along with the month your campus was converted and the calendar currently open in CHRS. For campuses recently converted into CHRS, balances should be reviewed once the calendar has been finalized in CHRS.  After review, if the balance still appears inaccurate, a ServiceNow ticket should be submitted.
• Usage: Verify that the employee has not already used their Personal Holiday balance for the year. The Personal Holiday balance resets at the beginning of each year and is maintained at the employee level. If they have, a ServiceNow ticket will not be necessary.
• Multi Campus: Identify if the employee has other campus association using CSU ID Search. If the employee is currently or recently active with another campus, it is possible that they used the Personal Holiday under that other campus. You may need to contact the other campus directly to confirm the usage. Depending on their response, a ServiceNow ticket may not be necessary.

Job Aid: Pending

Unfortunately there is a known Oracle Bug with Delegations, that will remain in CHRS until all campuses are live and PUM updates can occur. To resolve, the appropriate administrator should complete the following steps:

1. Navigate to the Administer Delegation page
   • Navigation: Menu > Workforce Administration > Self Service Transactions > Approvals and Delegation > Administer Delegation
2. In the Selection Criteria, enter the Proxys EMPL ID
3. Press "search"
4. In the results, toggle to the Request Details tab.
5. Confirm the delegation request has a Delegation Status of "Inactive".
   • If status appears as "active" then additional troubleshooting will be required as the delegation request has been already approved.
6. Navigate to Monitor Approvals page
   • Navigate: Menu > Enterprise Components > Approvals > Approvals > Monitor Approvals
7. In the Search Criteria, select "Delegation" in the Approval Process field and enter the EMPL ID of the employee requesting the delegation in the Requester field.
8. Press "search"
9. Use the Search result filters to further refine the search scope and select the delegation approval request that is pending approval.
10. A detailed screen will appear titled "Monitor Approvals"
11. Review the information and press "Approve"
12. Return to the Administer Delegation page
    • Navigation: Menu > Workforce Administration > Self Service Transactions > Approvals and Delegation > Administer Delegation
13. In the Selection Criteria, enter the Proxys EMPL ID
14. Press "search"
15. Review the results to confirm the delegation request has a Delegation Status of "Active"

This issue can arise for several reasons. Before submitting a ServiceNow ticket, please confirm the following:

This issue can arise for several reasons. Before submitting a ServiceNow ticket, please confirm the following:

The email notification may be triggered for several reasons, including:

• NLT has already been submitted
• The approver for the request cannot be identified
• The employee that attempted to submit NTL is not eligible (i.e. Student Employee)
• A system error (e.g., timeout or connection issue) occurred during submission, and the employee will need to resubmit the NLT request, as it was not successfully recorded.

Upon receiving this email, begin by reviewing the details it provides. Next, confirm if the employee is associated with your campus. If they are, verify their eligibility, check if something has already been submitted, and ensure they have an active approver in Job Data. If the cause of the email cannot be identified, submit a ServiceNow ticket.

In AM, when an error occurs for NLT an email is generated to a group of users notifying them about the error. The email notification is based on the those who have role CHR_AM_NLT_Administrator. Remove the role from their User Profile to stop them from receiving the email communication.